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Emotional Intelligence At Work Emotional intelligence is more than 90 % of what makes the difference between one leader's success and another leader's failure. Intelligence measured by IQ is less than 20% of what makes the difference. This is a popular refrain of... ( added 1 year 122 days ago.)

Lead Your Team - Learn How to Counsel and Confront Observing many different companies in many different industries at work, I have come to a conclusion about what weaknesses are most common in leaders. There are several, one of which is tolerance. One might suspect that tolerance is good.... ( added 1 year 122 days ago.)

Control Your Sales Funnel, Increase Your Profits Sales organisations' profitability is lower in most organisations than it should be because they do not control their sales funnel. The concept of a sales funnel is simple and well known. Most people think of it in terms of a sales process... ( added 1 year 122 days ago.)

Customer Focus Strategy For more than twenty years the mantra in private enterprise and public enterprise has been "customer focus". The phrase appears on mission statements, vision statement and "our values" statements adorning private and public enterprise walls... ( added 1 year 126 days ago.)

Customer Cues and Peripheral Vision In industries with a high proportion of one-to-many direct customer contacts, not enough attention is paid to training people to observe and interpret non-verbal customer cues. To explain, here is the scene. You are in an upmarket... ( added 1 year 126 days ago.)

Cross-sell to Provide Service in the Hospitality Industry Guests of hotels and resorts at the top end of the hospitality range of properties are being under-serviced. The impact is felt directly on the top line of sales and potentially indirectly through return visits. The under-servicing is... ( added 1 year 126 days ago.)

Conducting Exit Interviews Exit interviews can be as important as recruitment interviews. However, many organisations either do not complete them or they file the data away without any serious attempt to subject it to analysis. Exit interviews are conducted to look at... ( added 1 year 127 days ago.)

Changing Service Behaviours - Part 3 - My Control For people to change their behaviours they have to believe the change is a good thing to do. Secondly, they have to believe their friends and family will support them. Thirdly, they have to believe they have the necessary level of control to enact... ( added 1 year 127 days ago.)

Changing Service Behaviours - Part 1 - My Attitude Changing people's behaviour is hard work. Organisations which attempt to change people's behaviour usually do not achieve as much change as they would like. One of the reasons is that the process used does not enable change at a personal... ( added 1 year 127 days ago.)

Changing Organisational Culture Requires a Change in Leadership Changing culture or "the way we do things around here" need not be as difficult as it first seems. We often make it more difficult for ourselves because the first and most important change often needs to come from us as leaders. We can... ( added 1 year 127 days ago.)

Changing Behaviour; Lessons from Safety Training Getting safety training right or wrong has immediately obvious and emotionally and financially tangible consequences. The rewards of: no deaths or disabling injuries, no grieving families, no grieving workmates, no damage to reputation... ( added 1 year 127 days ago.)

Change: Evolution or Revolution? Mao Tse-tung is quoted as saying, "Political power grows out of the barrel of a gun. In business, the political power wielded in change is manifested most clearly in revolutionary change. In revolutionary change, one person orchestrates... ( added 1 year 127 days ago.)

Change Management and the Need for Clear, Strong Goals Fed up with the performance of your organisation? Ask and you may find that your organisation is fed up with you as its leader. Provide your organisation with some strong, clear goals and the wherewithal to achieve them and you may find the... ( added 1 year 127 days ago.)

Call Centres: Customer or Internal Metric Focus? "Your call is important to us. We will attend to you as soon as we can". One wonders sometimes what is more important to call centres, the call or the customer. In most call centres, customers wait for a few minutes at the end of a telephone... ( added 1 year 128 days ago.)

Business Process Management; Company Policy I would acknowledge the author of this tale I am about to tell about company policy if only I know who wrote it. It is one of those stories that you see handed out at training courses or published on the internet without a hint of who the... ( added 1 year 128 days ago.)

Business Process Management - Who is Accountable? Accountability in business and in government is the cornerstone of good governance and ultimately, good performance. Without single point accountability for processes, organisations have no means of ensuring that what have been determined as... ( added 1 year 128 days ago.)

Answer Seven Powerful Questions to Deliver Superior Service Powerful questions force us to think deeply on the topic about which we chose to ask the questions. Powerful questions are ambiguous and evoke accountability. Here are seven questions we should all ask to unravel what is required to deliver... ( added 1 year 128 days ago.)

Accountability and the Art of Plausible Deniability The term plausible deniability was introduced into the English language in 1975 when the Church Committee, a US Senate committee, conducted an investigation into the intelligence agencies. It described the situation where the President... ( added 1 year 128 days ago.)

Web 2.0 and the Retail Customer's Buying Process The internet has changed the face of retail selling. Customers are able to search for information and evaluate alternatives on-line. In store retail sales processes have, in many organisations failed to adapt to the increased power consumers have... ( added 1 year 289 days ago.)

Seven Deadly Sins of Customer service Detachment Customers need to feel that you are concerned for them. Demonstrating indifference by not asking questions about them or their business is a major turn-off for customers. Going into solution mode before properly understanding a... ( added 1 year 334 days ago.)

Think Clearly; Act Decisively Breaks like Christmas/New Year, Diwali, Chinese New Year and other communally observed holiday periods are a great time for reflection. It is a good time to reflect, not only on our approach to work, but our approach to our life. To make the... ( added 2 years 158 days ago.)

Performance Indicators for Coaching Retail Staff to Improve Performance Most retail stores would agree that they can improve their sales performance. What I observe though, is that store mangers and sales managers often do not know how to get better performance from their staff. To coach people to improve their... ( added 2 years 167 days ago.)

Building Critical Mass in a Change Management Programme A change management programme succeeds only when the change in processes and outcomes become embedded in day-to-day business. For a change programme to be embedded into day-to-day business, a critical mass of employees and managers must be... ( added 2 years 172 days ago.)

Hire and Retain Baby-Boomers to Improve Productivity In the US, it is anticipated that 76 million baby boomers will retire in the next ten years. However, there will be fewer than 50 million workers to replace them. Many organisations will be forced to retain an older workforce. Those organisations... ( added 2 years 175 days ago.)

Great Teamwork Begins with an "R" Teams form around a single common purpose. Teamwork occurs within a team only when there is respect. Great teams evolve around self respect and respect for each other. In retrospect, all great teams reflect on the journey they have made as... ( added 2 years 177 days ago.)